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Why co-creation is so important in Customer Experience?

Co-creation is an opportunity to strengthen as well as develop creativity and innovative solutions. Creativity involves developing ideas that already exist - adding a brick to the pyramid of ideas that, together, can provide a unique and very positive solution.



a woman pointing to ideas


By inviting our current and potential customers to the co-creation process, we increase the pool of people who can contribute to building our success. In such a case, the product and service are created by both employees and consumers who have their own preferences and needs. So why not take advantage of these sources of bright potential?


Currently, consumers are very active and eager to share their thoughts on forums, thematic groups or in a direct contact with a company. We can use this flow of information to create new products or services or to introduce improvements that will enhance User Experience (UX) and Customer Experience (CX).


By eliminating the co-creation factor, we limit our company's access to available resources regarding new and innovative ideas because we close ourselves off to the voice of the customer (VOC), which can indicate the path of the future and current needs.


Through co-creation, companies co-evolve with their customers and their Customer Experience. In this way, our employees also develop by having access to a different perspective on the problem, product or service, and consequently to the implementation of new solutions and the deepening of creativity.


Co-creation is an activity for the company, employees, managers, and customers. The value it brings is the result of cooperation between all these parties and the sum of a qualitative dialogue between them. By opening ourselves up to such solutions, we open ourselves up to the present world and contemporary customers.


Co-creation becomes a new opportunity that ensures better Customer Experience, deepens trust in our brand, shows customers that their voice counts, and ultimately increases our competitiveness in the world, which is what matters most to us 😊


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